Direct Line Reviews 31,684

The website is clear and easy to use. This is my first insurance when I will need to call a call centre to solve a problem. I hope that should I need it that experience is of the same quality as my purchse

Quote of almost £1,700 for a little old fiesta at over 50 years 🤦‍♂️ This company has some serious problems… Arranged now around £200…

verry informative and knows what they are talking about

quick,easy and a great deal cheaper than my renewal quote.

Clear and help full

A little bit more expensive but well worth it

Excellent price and simple process - Thanks

I'm sure there's a mistake in their branding.. DIRECT LINE RIP OFF is more appropriate. This Year with still no claims in 10yrs+, an increase in premium of an eye watering 35%.... wont be renewing!!!

Great service, the person I spoke to was absolutely superb , she knew exactly what I needed and made it so easy to deal with her , can't believe aviva are letting people go with so much experience and are absolutely amazing at there job , a real pity and in my opinion a department to there business

Great service ,I definitely recommend to anyone to use this company, you can get exactly what you want for an affordable price .
Thank you

Great company, with competitive pricing , from a company you can trust to meet all your insurance requirements.
Quick insurance purchase, with documentation available on direct line app.
Not necessarily the cheapest quote, but worth the little extra for the policy I needed.

verry happy because is the best insurance company

Very competitive price and price was lower than others on comparison sites and was easy to complete online quote

Best quote online for price & the cover I needed. Doing research early regarding quotes can give you a ball park figure of potential costs. Always try & do this within 26-21 days of your current policy expiring.
A better price can be given.

Quick clear on line process at a competitive price

UPDATE: IT GETS WORSE!

Have just spoken to Direct Line to cancel the car insurance policy I had with them. TOTALLY UNPROMPTED the agent said he would freeze the 9 years no claims bonus that I have. Talk about left hand doesn't know what the right hand is doing!

DO NOT TOUCH DIRECT LINE VAN INSURANCE

I used Direct line van insurance to cover my Citreon Despatch Van when I was a full-time, self-employed Dog Walker.

In August 2025 I was driving along a quiet, residential, road in Hove, East Sussex. I thought I clipped a wing mirror, so pulled the van over at the first car parking space available, and walked back to examine the scene. NO ONE else was present: in or by parked vehicles, nor outside any of the residences. I couldnt see ANY damage to any if the vehicles. Having found nothing, I returned to my van.

Shortly afterwards I received a notification from Direct Line that someone was claiming £6500 damage to a vehicle. I categorically said this WAS NOT true, and told them the claim must be false.

I heard NOTHING, until I was told that Direct Line were paying out the claim. I told them that under no circumstance had I caused £6500 worth of damage! Surely I would have seen it? I was told that they had visited my home in Hove, and seen my van with dents and markings on the left hand side of my van. YES! What else would you expect from a van used for walking dogs for 14+ years, off road at times, 120,000+ miles on the clock. I knew there were dents. But NONE caused in a crash/collision whatever costing £6500, with no noticeable damage to my vehicle. I repeated this to Direct Line, and heard NOTHING.

Three weeks ago, I purchased a run around multiple-owned Volkswagon Golf car, as a run around and took out fully comprehensive with Swinton who came out the most reasonably priced policy on a comparison site.

Imagine my shock and horror when Swinton contacted me asking for an additional £400 for my insurance, as a result if a claim I was at fault with. I emailed and phoned Direct Line immediately. THAT WAS THREE WEEKS AGO. NOTHING heard for the past three weeks.

Ive emailed, and phoned multiple times not getting through, and caught in Direct Lines telephone answering "Service". I have wasted what must be up to EIGHT HOURS attemting to get them to sort.

Direct Lines' Customer Services department only work Monday-Friday. I left a message last Friday. Today, exactly one week later, I got a message from "Mo" just after 14.00. I picked the message up at 15.15 and phoned the number he left immediately. All I got was a telephone answering service saying that Direct Line would be in contact with me, if needed. Well obviously the call was needed, so why leave this telephone line phone number for me to phone?

Before writing this review I spent a further TWENTY MINUTES being past from pillar to post. I repeated I was returning their call, and how important it was. Well they've had an hour and twenty minutes to return the call. It's now 17.11 on a Friday preceeding a Bank Holiday weekend. They've had plenty of time to return my call.

BUT NO! NOT ONE ATTEMPT. Direct Line are very good at dressing themselves up in lovely, reassuring "Marketing terms".Unfortunately their standards of customer service actually being delivered are abysmal and non existent. IF YOU WANT RELIABLE, PROFESSIONAL insurance service and support, AVOID DIRECT LINE. It's just a name, dressed up in lovely marketing talk: Service levels NON EXISTANT and NOT TO BE TRUSTED.